Standard Operating Procedure (SOP) – Corrupt File Error Recovery

Title: Corrupt Profile Recovery – “The profile ‘tensileTurn-Ecat’ is corrupt!”
Applies To: Field Support / Remote Technical Support
Purpose:
This SOP outlines the steps to recover from a corrupt profile error displayed upon machine power-up, specifically related to the “tensileTurn-Ecat” or similar profiles.

1. Setup

1.1 Customer Requirements

·         Ensure the customer has access to a Wi-Fi network:

o    The Wi-Fi icon is located in the bottom-right corner of the control/touchscreen interface.

o    Tap the icon to view available local networks.

o    Customer will need admin access to connect.

o    Alternatively, the customer may enable their mobile hotspot and connect the machine to that network.

1.2 Launching Remote Support

Once connected to Wi-Fi:

1.      Navigate to the Start Menu.

2.      Scroll to and open Element Remote Support.

3.      Screen will display: “Waiting for support”.

o    If this tool does not function:

§  Open Internet Explorer.

§  Navigate to http://www.logmein123.com.

§  Customer will be prompted to enter a 6-digit support code (covered below).

2. Support Technician Procedure

2.1 Starting Remote Support

1.      Launch the LogMeIn Rescue Technician Console.

2.      Look for the customer’s username in the waiting list (status: Online / Waiting).

3.      Click the customer’s name to initiate a connection.

If using LogMeIn123.com:

·         At the top of the Technician Console, click + New Session.

·         Click Create PIN Code.

·         Provide the generated 6-digit code to the customer.

·         Wait for customer to enter the code and allow remote access.

·         Click Launch Remote Control Session.

·         Wait for customer approval.

3. Option A: Recovery via Rescue Software

3.1 Closing Mach4 Software

1.      Move the cursor to the bottom of the customer screen to reveal the Windows taskbar.

2.      Hover over the ladder icon (indicating background applications).

3.      Click the ladder icon and close Mach4.

3.2 File Recovery Steps

1.      On the Rescue Toolbar, click File Manager:

o    Left window: Technician's PC files

o    Right window: Customer's (remote) PC files

2.      Navigate the remote PC window to:

makefile

Copy code

C:\Mach4Element\Profiles\tensileMini\backup

3.      Ask the customer when the issue occurred.

4.      Locate a Machine.ini.# file dated prior to the issue.

5.      Copy that backup file to your (technician’s) PC (left window).

3.3 Restoring the INI File

1.      Navigate back to the tensileMini folder on the customer’s PC.

2.      Delete the existing Machine.ini file.

3.      From your (technician’s) PC (left window), copy the previously backed-up file into the tensileMini folder.

4.      Rename the copied file to Machine.ini:

o    Confirm overwrite/rename when prompted.

3.4 Relaunching Software

1.      From the Rescue Toolbar, return to the customer’s desktop.

2.      Open the Start Menu.

3.      Launch machgui.

4.      When prompted, select the profile: TensileMini.

5.      The machine will load the correct tensile mill software.

4. Completion

The profile has now been successfully restored. Confirm with the customer that:

·         The correct profile loads.

·         No errors are displayed.

·         The machine is functioning as expected.

Notes:

·         Ensure the backup file you use is from a valid point before the issue occurred.

·         If multiple issues persist after this process, escalate to advanced technical support.